Customer Success Manager
Eve · Legal & compliance
Remote (US)
CSM$120k–$165k OTEStartup36 insiders to talk to
Still open · always hiring (they keep this posting up and hire in groups)
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Customer success
Opens the job on Tavrn's own careers site. Some companies ask you to create an account or click through another page first.
At a glance
What you'd actually do: Own a $1M+ book of complex law-firm accounts, run executive reviews and renewal negotiations, and mentor junior CSMs at a legal AI company.
Pay
Not listed
ATS lists $120K-$145K with no base/OTE label and the posting doesn't say, so pay is left null
Where you work
Hybrid: San Francisco
Selling to
plaintiff and personal injury law firms
How you'd sell
Mostly outbound (cold calls, emails)
Experience asked
4+ years
Your game plan for this job
0 of 5 doneMost people just hit Apply. Do these first and you show up with someone on the inside.
- 1Pick 2–3 people at TavrnWe found 24 current reps: 11 SDRs, 11 AEs. SDRs reply the most; they were in your shoes recently. See them ↓
- 2Send a short, curious noteAsk about their experience, not for a referral. We write it for you, with the role and what Tavrn sells.
- 3Have a 15-minute chatGood questions for this role:
- What does a normal day look like for you?
- How did you land the job? What stood out in your interviews?
- The role is mostly outbound. How much is calling vs. email vs. LinkedIn?
- How is the team doing on quota? What separates the people who hit it?
- 4Apply, ideally with a referralIf the chat went well, ask if they'd refer you or point you to the hiring manager. Then apply and let them know so they can flag it.
- 5Prep for the role playSDR interviews almost always end in a mock cold call. Practice with the Tavrn cheat sheet and the role-play guide.
Talk to someone at Tavrn before you apply
A friendly message to a current rep is the best way to stand out. Ask about their experience, not for a referral.
Full job description
What You'll Do
- Own a book weighted toward higher-complexity Growth accounts and select Enterprise accounts
- Lead executive-level business reviews and renewal negotiations for accounts with significant ARR and multi-stakeholder buying committees
- Build multi-threaded relationships across firm leadership, operations, and case management staff
- Develop and refine playbooks for onboarding, adoption, and renewal that other CSMs adopt across the team
- Mentor Customer Success Managers and Associates; act as an escalation point for complex account issues
- Partner closely with RevOps and Finance on contract terms, pricing, and renewal structuring for complex accounts
- Represent the voice of the customer in product roadmap discussions
What We're Looking For
- 4–6+ years in customer success or account management in B2B SaaS, with a track record on complex, multi-stakeholder accounts
- Demonstrated ownership of retention and expansion targets on a $1M+ ARR book
- Comfortable leading commercial negotiations and executive conversations
- Experience mentoring or informally leading other CS team members
- Strong command of CRM and account health data; able to build and defend a renewal forecast
- Legal tech, legal services, or personal injury industry experience strongly preferred
What Success Looks Like
- Best-in-team retention and expansion performance across a complex book
- Playbooks and best practices you've built are adopted team-wide
- CSMs and Associates you mentor show measurable improvement in their own book performance
- Trusted by leadership to run point on the highest-stakes renewal conversations in your book
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